FAQ
We hope you are delighted with your purchase, however if you are not completely satisfied we will happily offer a full refund for all returns purchased from www.vagabond-house.com for up to 45 days from the date of purchase.
• We must be able to verify your purchase, to do this we will need the email address used for purchase. Please be sure you know the email address you used to when you purchased the product(s).
• All returns must be unused and in the original packaging. Applicable refunds are on merchandise only (not shipping or gift wrap).
• If the item is did not arrive to you damaged or defective, you will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable and deducted from the amount of your refund.
RETURNING A GIFT YOU RECEIVED:
We completely understand you may want to return a gift you have received without the gift giver’s knowledge. (This is a frequent question for us). We are happy to exchange a gift you received for credit to use at www.vagabond-house.com. We won’t tell the gift giver if you don’t.
• Unfortunately, we cannot refund monies for gifts
• All gift returns must be unused and in the original packaging.
• We can only provide credit on returned gifts that are still being manufactured, if it is not currently on our website, we cannot exchange it for you.
• You will be responsible for paying the shipping costs for returning your item.
RETURNING OR REPLACING AN ITEM YOU PURCHASED THAT ARRIVED DAMAGED OR DEFECTIVE: We stand behind our products 100%, however we believe there is a reasonable amount of time in which you will know that the product you purchased was damaged or defective. This includes products that break or have other issues, such as discoloration, chips, or other cosmetic damage. If you need to return a product that has problems, please email info@vagabondhouse.com with a description (photos help) of the damage or defect within 120 days of purchase.
• You must have some form of proof of purchase, either we will be able to verify your purchase in our database using the email you purchased it under or you must have a receipt from one of our re-sellers that you can scan or photograph attached to your email.
• We will review your complaint and reply with return information within 10 days. • Shipping instructions may be different that for a regular return so please email us before shipping back the item.
NON-RETURNABLE ITEMS:
• Sale or discounted items
• Gift cards
• Custom ordered products
• Products we no longer manufacture
HOW TO SHIP US A RETURN: The easiest way to send us a return is to have us issue you a return shipping label, the cost of which will be deducted from your refund (except for products that arrived broken or defective) For your security and peace of mind when shipping back to us, we strongly advise insuring your shipment as we cannot be responsible for items damaged or lost in transit. • The cost of return shipping and insurance is your responsibility. • It is imperative that you use a shipping method that gives you a tracking number and that you hold on to the tracking number until the entire return/exchange process is complete. • Please allow up to 20 business days for us to receive and process your return.
To ensure your return gets into the right hands for swift resolution, please email info@vagabondhouse.com or call 626-264-8686 to receive a return authorization document.
If you do not have a return authorization document, it will take longer to process your return – and you must include a detailed packing list for all items you are returning along with your name, email address and a daytime phone/message number.
SHIP TO:
Vagabond House
ATTN: Retail Returns
123 E. Montecito Avenue
Sierra Madre, CA 91024
REFUND INFORMATION Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
LATE OR MISSING REFUNDS We hope this never happens but if we have emailed that we are issuing a refund and you haven’t seen in on your credit card electronic statement yet, please be aware that it can take up to 72 hours after we have refunded your credit card for the return to post to your account.
If 72 hours have passed since you received the email stating we are refunding your purchase and it is still not applied to your credit card statement, please contact your credit card company and have them check one more time. If you’ve done all of this and you still have not received your refund, please contact us at info@vagabondhouse.com